Appliances Connection

Review: Ordered Washer and Dryer online on 6/** when website indicated both were in stock. Received email later saying one was not and they would both ship when they were both in on 7/*. On the evening of 6/** I contacted them about a price match. On 7/* they said sorry, the price was agreed to and suddenly the order had shipped (so there was no chance to cancel). Shipping was stated as taking 6-10 days. On 7/** and 7/** I contacted them because I had not heard from the shipping company. They said go to their site and track the item- I had already done so and it had not been updated since 7/*. I called the shipping company and they sent me to another shipping company who had just received the product. They said they couldn't deliver until 7/** but agreed to let me drive the 60 miles each way to pick up the washer and dryer so I could get them home an installed- we had had no access to laundry for nearly a month now. We were also leaving for the vacation that I am now on an wouldn't have been there for the delivery. So I contacted them and told them how unhappy I was- the result was an offer of a "10 year service warranty" on each product. I was a little stunned as that was generous. What they stated, and I have made a copy of the entire conversation, they now claim was a 10 year major parts warranty even though they said "service warranty". Worse, they now tell me repeatedly that they never said that when I have taken a full copy of the transcript which states 10 year extended service warranty. I am honestly now just angry that they seem to be willing to say anything, including an implication that I am being less than truthful, without any accountability.Desired Settlement: While I do not expect a 10 year extended service warranty on each product, certainly an extended service warranty seems appropriate. More importantly I want a sincere apology and a promise to improve their customer service and commitment to fulfilling their commitments!

Consumer

Response:

At this time, I have not been contacted by AppliancesConnection.com regarding complaint ID [redacted].Sincerely,[redacted]

Business

Response:

Our records indicate that we have provided and mailed one 10yrs extended warranty for one of the unit purchased.

As a courtesy we will send another 10yrs warranty for the second unit under order # [redacted]

We do apologize to our customer for his level of dissatisfaction progressing to this point, and are making every effort to resolve this issue in the most expeditious and satisfactory manner.

Please consider our efforts in resolving this matter and close the case for satisfaction.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am definitely a [redacted] off consumer. I ordered a washer and dryer from appliancesconnection.com on August **, 2015.

On September **, my credit card was charged. It is October *. I have not seen my washer and dryer. I have not received a single email or notification from appliancesconnection.com, no response to my emails to them, no tracking info, no "we're going to charge your credit card now," no "sorry the delivery will be delayed," absolutely nothing .

I live in the middle of a city of 750,000 people. Not in a remote area, not in a place that would be difficult to get to.

Where are my appliances?And how dare they charge my credit card before delivering anything?!?!?!

They are probably the worst of the worst I have dealt with my entire life. Never order from them.

I ordered a Viking Cooktop on March **, 2015. 5 weeks later , after so many followup calls they sent me a cooktop which didn't work. I called the Viking Tech and he mentioned that AC sent me LP version of the cooktop. I wanted them to swap out with Natural gas version but they said they wont do that because I opened it. They did nothing to correct their mistake and after breaking my head and wasting a lot of time they said they can send me a Natural gas conversion kit and the Part number is [redacted].

After waiting for few more weeks I get a mail that part won't ship until another 30 days as its not available. I just took the part number from them and they agreed to pay me the cost.

When I got the part from local store and tried installing it the orifice sizes were all wrong. I called Viking and they told me the Correct part number would be [redacted]. They haven't paid for the part and now its wrong part ($110 part). I am so fed up and its in first week of July I still don't have my cooktop working.

I have wasted so many hours dealing with these unresonable and irresponsible and totally useless company. Please avoid them at all costs.

Review: On December [redacted], 2011, I purchased a coin-operated Maytag high efficiency washer from Appliances Connection for my business. Shortly thereafter, I began experiencing issues with the washer and contacted Appliances Connection for assistance. After several phone calls, emails and service calls at my expense, Appliances Connection emailed me a confirmation (February [redacted], 2013) that they had ordered the parts for the in-operative washer for the service provider to install. After speaking with the service provider, they informed me that the parts were discontinued. Learning this, I communicated this to [redacted] at Appliances Connection and he agreed to exchange the in-operative washer for a new washer. On March [redacted], 2013, I received confirmation that the exchange request was completed and that someone would be in contact with me to facilitate the physical exchange. On April [redacted], 2013, I emailed [redacted] at Appliances Connection requesting an update on the exchange process. On May [redacted], 2013, I emailed [redacted] and the Sales Team at Appliances Connection, again, looking for an update. At this time, Appliances Connection has failed to deliver what was promised and has not responded to my inquiries. Appliances Connection sent me confirmation that I would be receiving a new washer in exchange for the in-operative washer they originally sold me. My experience with this company has been unsatisfactory, and has cost me both time and money in service calls and lost revenue as my customers cannot use this machine. I have attempted to resolve this matter by contacting Appliances Connection via telephone and email, requesting an update on the exchange process.Desired Settlement: Exchange of the in-operative washer for a new washer, as it was offered by Appliances Connection.

Consumer

Response:

At this time, I have not been contacted by AppliancesConnection.com regarding complaint ID [redacted].

Sincerely,

Business

Response:

Our records indicate that Mr. [redacted] ordered a commercial Maytag washer on December **, 2011, the product purchased carry the manufacturer warranty for one year, Mr. [redacted] called our office on 02/**/13, after the warranty has expired stating that the unit is not in working condition, we apologized for the inconvenience and immediately called the manufacturer on Mr.[redacted] behalf in hope the manufacturer will able to resolve the issue .the manufacturer stated that the unit has been discontinued and no parts are available to fix it . The rep at the manufacturer had issued ticket #

[redacted] and stated that since the unit is out of warranty a management approval is needed to have the unit exchanged with the new model since. Mr.[redacted] can contact the manufacturer and check the status of the exchange, the information needed listed below.

Commercial Laundry ###-###-####

Maytag case# 1-[redacted]8

Exchanged request through

[redacted] w / Maytag

###-###-####

We do apologize for any inconvenience this may have caused, we consider this matter is closed as we are not part of this issue and it must be resolved directly with the manufacturer since the unit is out of warranty.

We had a Frigidaire Dishwasher, midrange model. After only 3 years, it failed miserably. The research began for a new machine. I narrowed it down to a Maytag, Bosch and GE models to choose from. I ultimately decided on the GE, partly because it is Made in America, but also because it had some unique features (Bottle Washers) that have been really great. When price shopping, I came across Appliances Connection. They had a great price, lowest I could find online, and offered free shipping. I am usually a bit shy of buying large items such as this online, but went ahead. My experience was excellent! The sales and shipping teams were professional, kept me informed, and were prompt and courteous. The delivery team showed up on-time with no damage. The GE Profile unit is performing really great, and I am very satisfied with my experience with Appliances Connection

Review: I received the refrigerator on July ** and it immediately started dripping condensation on any food contained in paper packaging and resulted in spoiled food. I am very dissatisfied with the product. I did extensive research on this refrigerator and asked your sales representatives, [redacted] and [redacted], if there were any issues with the product and with the manufacturer. I had read that there had been complaints about the condensation dripping on food due to a faulty design. I was also advised by another appliance dealership that [redacted]’s distributorship in the US was changing and they were no longer carrying the brand because of negative feedback from purchasers. I asked specifically about these 2 issues and your sales representatives assured me that there were no issues with the product or manufacturer. After much deliberation, I chose this refrigerator based on the assurances I had from your sales reps because I was very limited in the size of a refrigerator that my 82 square foot kitchen could accommodate.I contacted you on July ** about returning the refrigerator according to the 30-day hassle free return. After 7 emails and phone calls to [redacted], [redacted], and [redacted], the issue is still unresolved. Since this is an obvious design issue, replacement or repair are totally out of the question. I would like a full refundDesired Settlement: I would like appliance connection to arrange to have the refrigerator picked up and returned to their warehouse and a full refund of $1,149

Consumer

Response:

At this time, I have not been contacted by AppliancesConnection.com regarding complaint ID [redacted].

Sincerely,

Business

Response:

Upon reviewing the complaint, our records indicate the customer had called us on 07/**/14, asking to return the refrigerator purchased stating the unit build up condensation and she doesn’t like it, we have no records that this unit have any recall or complains, our sales agents are not trained to provide their own opinion about any products, the customer called us and ordered this specific model. Per the customer’s request we have issued and emailed RA (return authorization). Customer had signed and agreed on the RMA terms, we are currently awaiting to receive the unit so refund will process accordingly.

Kindly , update your records and close the case.

Business

Response:

Please update this complaint , Management have decided to take a lost on this unit and credit the customer in full . Refund has been issued in 12/**/2014 Kindly , update your record and close the case. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Thank you Revdex.com NYC for helping me to resolve this issue.Sincerely, [redacted]

Review: We purchased a refrigerator from this company on 6/**. It was delivered broken over 6 weeks after the order was placed. The repairman said this brand (Summit) would continue to have probelms so we immediately applied for a credit. Instead of assisting us with this process, they referred us to the manufacturer of the refrigerator who did issue a credit memo. After 10 days and no credit being issued on our credit card, I again contacted Summit and they gave me the credit memo number that had been issued to Appliances Connection almost 2 weeks earlier. I then began contacting Appliances Connection on a daily basis to inquire the status of our credit being received to be given 2 different credit memo numbers, then told those numbers didn't exist, being asked to wait another 10 days atleast 3 times, which now brings us to today, wherein we were given our original credit memo number and asked to wait another 10 days. I have called their customer service line only to hold for almost an hour and then asked to leave a voice mail, which I have 3 times and never received a call back from 3 different reps who promised to call that same day. Today I used their online customer service option and was completely blown off and asked to wait another 10 days.Desired Settlement: We just want out money back as promised, $516.99.

Business

Response:

This is in reference to order # [redacted] , concerning a purchase of Summit SCR450L 20" 4.1 cu. ft. Compact Refrigerator.

Review: I have customer service and delivery issues. I originally placed the order Feb **. Customer Service started off by cancelling my order and redoing it, incorrectly, 3 times. They tried to charge the wrong amount, and my bank, whom I had already called, denied it. I explained the issue, CS says they'll fix it, and they do it wrong again. Repeat. I finally cancel their orders, and order on my own correctly. again. I have to call my bank for them to approve it, which they do, and I am charged. Two days later, my account is credited and my order is cancelled. I had to repeat the process, they explained they weren't supposed to charge me until shipping, but were able to do so at my request, so I felt better about it.

My order now says it was placed Feb **. That aside, when I placed the order, I was told I would have the products within two weeks. Since they have received payment, nobody will return a call. Their site says the order was sent for pickup on 2/**. [redacted] says they don't know where it is. I purchased at their store for the rebates, and I confirmed I would have the products in time to take advantage of those rebates. They have now expired, and I could have had bestbuy or homedepot match the prices, and I have my kitchen suite.

One more "poor CS story" happened today when they told me they tried to call, but my phone doesn't let you leave a message. I'm a recruiter, and I get messages all day every day. I could not answer when an international call rang, as I was at work, but it is a flat out lie that they couldn't leave it. I have asked for the CS reps names and not been given them. AT this point, I've throw $3200 out the window (I feel like), and that is a huge deal for a single mother. I've also had to cancel business trips in order to be home for the appliance delivery they promised would have happened by now.Desired Settlement: I want an apology and either my money back, or for them to give me the rebate $$ I am missing out on due to their incorrect information. If they can make the rebates work, which came to $600 and a 39" tv, AND tell me what is going on, I am fine with keeping the appliances. I don't want to purchase from a company who cares so little about their customers. I am frustrated.

Consumer

Response:

At this time, I have not been contacted by AppliancesConnection.com regarding complaint ID [redacted]. I have contacted them (which took several hours, over several days), and after ridiculous hold times, being hung up on, etc, I was told they are not going to do anything about my complaint, and they closed my compliant online. I have since had issues with the microwave they delivered, as several parts were broken, and this, to remains unresolved. I would recommend staying away from this company. I even tried emailing people directly, and received no responses.

Sincerely,

Business

Response:

Our records indicate this matter has been resolved the customer called us regarding broken glass tray for the microwave we have obtained the information of the microwave and ordered the parts at no cost.

We do apologize to our customer for the level of dissatisfaction progressing to this point.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

There was more than one broken piece, and I have not received them. Nor have I received any update on this. In addition, I have not received the warranties that they promised, b/c they keep forgetting to send them (I assume). No response, so I wouldn't know. I have a receipt stating I should have had them 6 weeks ago, but nothing.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

our records indicate the customer spoke with our parts and service department on 05/**/14 ,the rest of the parts have been ordered , the warranty have been mailed under order # [redacted]

any further concerns please let us know .

I ordered an LG dishwasher delivered freight free on Black Friday from Appliance Connection. After a month of tracking and calling I figured that I had been scammed. Then one of the people with Non Stop Deliveries told me that the dishwasher had been sitting on a loading dock in a city just 70 miles from my home for over a week. I got the phone number and address of the third or four party freight company and drove in and picked it up myself. The hassle was not worth any amount of savings, there was no savings with the 140 mile trip in a flatbed truck on icy roads. The boys at the loading dock said that not enough money had been paid to deliver it all the way to our home and that it would have been returned to the sender. On larger items I will avoid the internet sales, buy local and save the hassle, peace of mind is priceless

Review: Purchased a range, fridge, microwave and dishwasher from Appliances Connection. Paid for installation. The delivery company stated that they did not show that I paid for installation on their paperwork. I contacted the company- several times- they said they would get another installer out to bring in the items and install them. The contractor they sent to my home damaged the refrigerator that I purchased. He cut the line to the water dispenser/ice-maker in an attempt to get the door off (because the line was attached to the main unit) on the door and said he would slice it back together. I told him I was not ok with this and he proceeded to do it. He then dropped the doors to the fridge and the product is dented and scrapped everywhere. And the seal on the door is broke because the door is bent, the waterline is cut, and the pull out freezer door is dented. The entire appliance has been destroyed. I contacted appliances connection and they said they would replace the appliance for a new one. They are asking me to pay an additional $100 to deliver another product. I do not feel this is right, as their contracted installer damaged the item. It was not my fault. I paid for installation and it has not been done correctly. I offered to split the cost with them - to pay $50 and they keep screwing around with e-mails, stalling, yelling at me on the phone, meanwhile it appears they have no intention of shipping me a new fridge. I have paid all of this money and do not have a fridge in working condition- and it is covered in dents.Desired Settlement: I want the fridge that their installer damaged replaced with a brand new one- the exact brand/model. I want the damaged one removed from my house. And the replacement installed, and I should NOT have to pay any additional fees. This has been a nightmare. The replacement needs to occur ASAP. This company plays games and tries to scam and yell on the phone.

Business

Response:

Our records indicate , that we have arranged with the freight company to pickup the refrigerator , once it picked up it will be returned to the manufacturer for replacement.

We ordered a Panasonic TC-P54V10 and overall everything went great! Ordered it on the [redacted] and it arrived on the [redacted] (I live in Northern California). I'm not sure why the other reviewer stated that they didn't get an email regarding the shipping status, but we did receive an email that allowed us to track the status of the shipment on the shipper's website (R+L Carriers). The day before the delivery date we called the carrier, as per instruction, and scheduled them to deliver the TV sometime from 11am-1pm. They actually showed up exactly at 11am, it was fantastic!

Actually the only hiccup we had was when the truck showed up and the delivery guy didn't have a dolly to bring it into the house. I mean, how do you not have a dolly and your job is to deliver stuff? Anyway, the TV made it safely into the house undamaged and without any other issue.

Overall, great TV, the lowest price I could find anywhere, and no compromise in service. I would definitely buy from them again

I really enjoy shopping at AppliancesConnection.com because I have had consistently good service and excellent prices for my last 4 major appliance purchases from them. I have ordered 4 separate orders from them: dishwasher, cooktop + double oven + hood, washer, and then gas dryer. Not once have I been disappointed. The delivery is slower than using a local place, yes, BUT you do not have to pay sales tax for most of the country which is a huge savings.

Review: I purchased a fridge in April. I received it in May. It did not work. The fridge manufacturer ([redacted]) said that the fridge was not worth fixing. They offered me a refund or replacement. I chose to have a refund. [redacted] indicated that they would have to have permission from Appliances Connection to give me a refund. They refused to do so. They said that I had to pay to ship it back. I would receive the difference back. I reluctantly agreed. Now, it has been weeks and the company will still not process the refund. I have been back and forth with them with no success.Desired Settlement: I want the money back for the useless fridge.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Appliances Connection has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I placed on order on 6/** for $7,715.25 worth of appliances and accessories. On 9/* (66 days later), I finally received the appliances, but not 2 accessories (cost $390), as follows:

Model #: Bertazzoni TR30PROSO

Bertazzoni TR30PROSO 30" Optional Filler Kit ($290)

Model #: Bertazzoni 408084

Bertazzoni 408084 Wok Ring ($59)

On 9/**, I was told they would ship the following day. When I inquired on 9/** if they had shipped, I was told it would ship on 9/**. When I inquired on 9/** (today) if it had shipped, I was told it would ship 9/26.

As of today, 9/** (85 days), I have not received the items.Desired Settlement: I want the parts I ordered and paid for on 6/**/2014.

Consumer

Response:

As of Monday, 10/*, I have received all the items I purchased. It took over 3 months to get the items I ordered--which remains completely unacceptable--but they have delivered all items, so this complaint can be closed.

Review: I ordered an outdoor grill on 6/*/14. I got a confirmation email that gave me the order number. It was also indicated to me that the policy is to not charge the credit card until the product has shipped. On 6/**/14, my credit card was charged. I contacted the dealer to inquire why it was charged if the product hadn't shipped. I knew it hadn't shipped because I check on the order status from their website and it stated that it could not be found in the system. I was given the run-around about why the card was charged before the product shipped. I kept contacting the company about why the product was not shipping and when I could expect it to ship and was told 6/**/14 the grill would ship. That came and went so I contacted the company and I never heard anything back. I contacted again and finally got a response, but have heard nothing since. I have pleaded that they just cancel the order on several occasions and give me back the money that is mine but to no avail.Desired Settlement: Full refund and quickly

Consumer

Response:

The business has issued me a full refund with regards to complaint ID [redacted]. The matter has been resolved.

Sincerely,

Review: I ordered the wrong product and asked for returning it according to their return policy, which is available at [redacted] The policy states that "If you refuse delivery for any other reason besides a damaged product, you will receive a refund less the outbound and inbound shipping, rated at $0.75 per pound, and a 10% restocking fee."

However, I was informed in writing and by phone that the policy is not valid in California, since there is no local warehouse of the company. Instead, I would have to pay $1.00 for the outbound shipping, 10% restocking fee, and have to cover the inbound shipping myself. On the above mentioned return policy, there is no mention of any exception for certain states. I bought the article in good faith of the return policy, which is evidently misleading.Desired Settlement: The return policy should state correctly for which states it applies. Since the policy did not state any exceptions for California at the time I bought the article, it should apply for me.

Consumer

Response:

At this time, I have been contacted directly by AppliancesConnection.com regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Appliancesconnection.wrote:

"Yes you are required to ship the unit back on your own account with full tracking and insurance."

I replied back:

"My complaint remains; you apply a different return policy from the one

you have on your web page (which does not list any exceptions for

certain States). The policy on your web page states that the $0.75/lbs

covers both outbound *and* inbound shipping.

I have filed a complaint with Revdex.com; In my opinion, you cannot apply a

different return policy from the one that is available in public on

your web page based on some undisclosed conditions."

Appliancesconnection.com replied:

"We are happy to assist in any way we can."

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Upon reviewing the complaint , the issues presented have been address as follow , we understand the customer had ordered the wrong unit and would like to return it per our return policy the item is subject to 10% restocking fee less shipping and handling , in an effort to resolve this issue we have revised the RA # that was issued before to reflect full credit NO restocking NO shipping , the customer still have to ship the item back using his own carrier and once it reach our warehouse we will issue full refund . a revised RA has been emailed to reflect the same.

we do apologize for any inconvenience this may have caused .

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a dishwasher from AppliancesConnection.com in mid-October. I paid approximately $800 for the dishwasher, and $29.99 for removal of my old dishwasher, and putting in place the new dishwasher.

Despite repeatedly attempting to contact this company to deliver my dishwasher, I was told again and again to call back the next day. Once I finally got through to this company, the trucking company they use had difficulty delivering for unknown reasons. When the company finally delivered the dishwasher, they refused to remove the old dishwasher and said they don't provide that service. They also refused to put in place my new dishwasher. When I called the company to do so, they ignored my emails, my phone calls, and my upset. Because of this, I put a dispute on part of the charge to American Express. I had to hire another person to remove the dishwasher and put in place the new one. Today, on Thanksgiving morning, I received about 15 calls in the span of about 5 minutes. This is not only harassing, but predatory business practices. [redacted] on the phone said he never received any of my emails or calls. Said he would send the police into my home to retrieve the dishwasher. He further said he had all my information and would put it on the internet. This is frightening and scary.Desired Settlement: I want this company to stop contacting me, stop harassing me, and stop threatening me. I further want to be reimbursed $50 for the cost it was remove the dishwasher ($29.99) in addition to $20. The person who ended up removing the dishwasher charged more, but I will take $20 just to get this crazy company to leave me alone.

Business

Response:

Our records indicate that the customer placed an order for SAMSUNG Dishwasher including for removal service for $29.99 which provide the following :

Review: We ordered the following product [redacted] on Sept **, 2013 and problems began almost immediately. First, the bed was delivered on November **, 2013 - almost two months after we ordered it. The delay in delivery was apparently because of the fact that the bed was out of stock when we purchased it. We had not been informed that the bed was not in stock and that it would thus take over 6 weeks to deliver it before we purchased it. Almost immediately after we received the bed and assembled and slept on it, three of the support legs that run down the center support beam beneath the mattress immediately cracked and broke, leaving the bed unusable. We contacted the company (AppliancesConnection) and complained. They suggested that perhaps the three legs had been defective and offered to send us three new legs. We accepted and, after some time, we received three new legs. As soon as we reassembled the bed using the three new legs, and following the assembly instructions that came with the bed, the exact same thing happen: the three legs running down the center support beam beneath the mattress buckled, cracked and broke leaving the bed frame without any support down the middle and, thus, unusable. We contacted the company again and informed them that the three new legs had also broken and requested a full refund for the product since it was defective. They informed us that they would not accept the bed for a full refund since we had received the bed more than 30 days prior. However, the only reason that more than 30 days had passed since we received the product was because we had to wait on them to send us three new legs, which was their suggestion to resolve the problem when we complained to them the first time. To sum up, now we are stuck with a broken bed that we paid $1305 for, which we cannot sleep on. We have contacted the company numerous times via phone and email, but they have not responded to our requests for a full refund. The whole correspondence (including pictures of the broken legs) that occurred via email can be found here: [redacted]. Note that additional conversations did take place over the phone that are not chronicled in the previous discussion. We are requesting a full refund (including shipping it back) for this product since it is defective.Desired Settlement: We are requesting a full refund and that the business pay for the shipping of the item back to their warehouse.

Business

Response:

On 02/[redacted]/14 ,we contacted the customer In an attempt to resolve this ongoing issue, we have presentenced the following options :

Review: I purchased a washer and Dryer from this company online on 9/*/2013, it did not get delivered until 9/**/2013 although they advertise delivery between 5-7 business days. The washer did not have the four Bolts in the back which are there on every brand new washer. Immediately after receiving the set, it got installed and I tried to run the washer , it did not work, would not go beyond the sensing cycle...I called the company, they were closed until Monday 9/**/2013, so I called [redacted] and was surprised to find the representative insisting that this washer was purchased back in March 2013, they scheduled someone to come out to repair it..no one came the next day, I called [redacted] 3 times after that, each time spoke to a different representative and all told me that this item was sold back in March /2013, they kept changing the date when a repair man would come, finally I gave up and decided to return the washer since they confirmed that this was purchased before, besides , I do not have to live with a non working washer and deal with repairs when I have paid for a brand new washer. Customer service at Appliances connection told me on Monday 9/**/2013 when they first opened that they would pick it up and I would not have to worry about it, and that I could go buy another one from elsewhere since I can no longer wait to get another washer, I had already been without one for a whole month at this point. The next day they began giving me a very hard time at their customer service and began to get rude and sarcastic, and insisted that I return the washer at my expense, or have them replace..I refused a replacement because I cannot wait for another one...then [redacted] the manager at customer service offered us extended warranty to accept for them to repair it... I do not and should not accept a defective item as brand new and pay for it.Desired Settlement: I need them to pick it up and pay for return shipping and give me a full refund that I am totally entitled to.

Business

Response:

Upon reviewing the complaint it raises two issues:

First ,[redacted], stated that we shippied the washer without the four shipping bolts in the back as any other new washer does , our respond to this accusation that, only the “Front Load “ wahser has the shipping bolts in the back , [redacted] purchased “Top Load” washer which has the shipping bolts in the bottom , it seems that the customer attempted to run the washer without following the instruction manual by taking off the shipping bolts before turning the washer on , which can cause severe damage to the drum of the washer .

[redacted], stated that the manufacturer told her the unit was sold back in March 2013 , we have called the manufacturer and confirmed that the unit was sold to our vendor on 02/**/13 , since that date they don’t have any record for this unit , we ask [redacted] to call the manufacturer and confirm by providing the serial number of the washer .

In order to maintain customer satisfaction , here what we can offer to help [redacted] with her undergoing issue :

1-we can call the manufacturer and schdule service for the washer .

2-we can order and pay for parts if needed .

3-we will issue full refund once the washer returned to our warehouse (return shipping paid by [redacted]).

Kindly consider our effort and time given to reslove this issue and close the case.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In this Business response , they are claiming that the bolts are at the bottom of the washer, first of all, we did follow the instructions, and second of all, it was the customer support at the business that advised me that there should be bolts in the back of the washer, I did not come up with that myself, I not only followed the manual instructions, but also the companies' customer service instructions, they seem to want to find something wrong that I did now to get out of this situation. Regardless, the washer obviously had no bolts at all, because it di start, it just would not go beyond the sensing cycle, there were no bolts at all which indicates and confirms that this washer was sold to someone else at some point in the first quarter of the year.

As for the unit being sold in 2/2013, well, I was told this by three different customer service representatives at [redacted] that the unit was registered for the warranty back in 2/2013 and others said 3/2013, I did not come up with that myself.

Nevertheless, the unit is defective, and [redacted], the manager at customer service offered to pay for half the shipping cost to their location, I refuse to pay any shipping cost when the item is not in working order as it should be, and I should not have to accept a defective brand new item that needs repair upon delivery.

At this point, I have obviously purchased another unit elsewhere because I could not possibly be left without a washer for months, so the repair is not an option for me, and I need a full refund for the washer and for the company to accept responsibility for taking it back at their expense.

Thank you for your consideration.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This business is playing games, and they are not doing what they were supposed to do...I did call GE Capital, the credit card company that stated the dispute had been lifted since 11/**/2013, I did conference [redacted] with us from Appliances Connections, and they clearly told him that the dispute had been long removed and there was absolutely no reason for the credit not to go through.

To date, the credit has not been issued...it is beyond me how a company like this one is still in business and is not thoroughly investigated...no consumer should ever have to go through what this company has put me through or put all the hundreds of other customers who have complained about them and put horrible reviews and those who have not put a complaint because they don't know how. It is too bad that in this century, and in the United States of America, a company such as this can continue to do business, and get away with all their illegal and unethical dealings.

Sincerely,

Business

Response:

This matter has been resolved , the customer confirmed the receipt of $250.00 refund.

I buy a lot of things online. My experience with AppliancesConnection is the worst online shopping experience that I'v ever had. My order was delayed by weeks, with no communication about this initiated by AppliancesConnection. I had to write to them, using their internal ticket system. When I did write to them, the answers I got were either unresponsive, or wrong. The only reason I stuck with them, and didn't cancel the order, was because they offer in home white glove delivery. They told me multiple times that the item was shipping to their warehouse, and then would be shipped by them to me. They lied. The item actually drop-shipped directly from the manufacturer. The manufacturer doesn't offer in home white glove delivery. I wasn't told about this at all. I noticed on an invoice that the white glove delivery had been changed to curbside delivery. AppliancesConnection never told me this change had occurred. I had to point out to AppliancesConnection that the white glove delivery that I paid for wasn't being provided. Even after I pointed this out, they didn't apologize of offer a refund for the white glove delivery. I had to demand a refund. They agreed but didn't send me any confirmation of the refund. I had to demand that. Also, when I contacted the actual freight company that had my package, it turned out that they had been trying to get in touch with me for over a week to deliver the item. I arranged for delivery, and the item arrived the next day. AppliancesConnection didn't even send me notice that the item had shipped from the manufacturer until 4 days after I received it from the freight company - who had already been trying to contact me for over a week. That means that, the item that I had complained multiple times abut being delayed, had actually been available at a warehouse waiting to be delivered for about 11 days before AppliancesConnection even sent me notice that it had shipped. This place should be avoided at all costs.